Yes Bank and Cisco have recently announced the opening of Yes
Bank-Cisco Interactive Experience Center in Gurgaon. The opening of
the speech-enabled contact center also marks the launch of the
bank’s Touch-phone banking solution.
“As trusted advisors to our customers, we take pride in
working closely with them by creating business values. The
interactive experience center highlights our efforts in that
direction,” said Anil Bhasin, Sr. Vice President, Cisco India
& SAARC. “We would also like to congratulate Yes Bank on
taking the lead to launch this speech – enabled contact
centre in the Banking and Finance segment,” he added.
The Yes Touch Phone Banking solution is a part of an effort by the
two organizations to collaborate on communication technologies that
would integrate voice, chat and email to create a better service
experience within the branch banking environment. The phone banking
service will allow customers 24x7 access to their accounts for
business related queries and transactions.
Key features of the solution include voice recognition with which
customers can perform enquiries or transactions by speaking out
pre-defined, aided keywords and also customers can use different
channels such as email, web-chat, IVR and Voice to access the
services. They can use their ATM pin to generate a 4-digit TPIN of
their choice and have access to a round the clock IVR service with
service partners being available between 7 am and 11 pm through all
the seven days of the week.
The company provided network lifecycle services that included
design, installation, integration, operation. The applications that
comprised this solution included the company’s IPCC (IP
Contact Center) Suite, Scansoft Speech Engine and Real Speak TTS
(Text-to-Speech), Knoahsoft Logger, Survey Application and System
Integration & application development on IVR (Integrated Voice
Response). Servion Global Solutions, Chennai, a Cisco Advanced
Technology Partner and one of the leading players in Customer
Interaction Management project managed and executed the IP based
contact center on Nuance Speech Recognition Platform.